• SIRXIND001A - Work effectively in a retail environment

Work effectively in a retail environment

This unit describes the performance outcomes, skills and knowledge required to work effectively in a retail environment. It involves acting responsibly and in a non-discriminatory manner, developing retail industry knowledge, including industrial award or agreement relevant to the job role, maintaining personal hygiene and presentation, and prioritising tasks.


This unit may apply to all service personnel. It requires the team member to demonstrate an understanding of workplace policies and legislation regarding work availability and rosters, work duties, and relevant awards or agreements. Demonstrated understanding of workplace culture, inclusive behaviour, effective management of personal presentation, hygiene, and time; and the ability to efficiently prioritise and complete tasks under instruction are also required.



Elements and Performance Criteria




Act responsibly.

1.1 Provide notification of shift availability, or non-attendance for shift, according to set time frames and according to store policy and procedures.

1.2 Interpret staff rosters accurately.

1.3 Recognise and describe organisational culture.


Act in a non-discriminatory manner.

2.1 Display non-discriminatory attitudes when interacting with customers, staff or management.

2.2 Use non-discriminatory language.


Develop retail industry knowledge.

3.1 Identify and access sources of information on the retail industry.

3.2 Obtain information to assist with effective work performance and career planning within the retail industry.

3.3 Identify and interpret relevant awards and agreements.

3.4 Identify and analyse role of employee and employer associations in industrial relations system.


Maintain personal presentation.

4.1 Maintain personal dress and presentation in a neat and tidy manner.

4.2 Maintain personal hygiene according to store policy and legislation.


Follow routine instructions.

5.1Receive and act upon instructions.

5.2 Use effective questioning to elicit information.

5.3 Assess, comprehend and act upon store information relevant to the particular task.

5.4 Plan and organise daily work routine within the scope of the job role.

5.5 Prioritise and complete tasks according to required timeframes.

Required Skills

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

follow routine instructions through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

ability to follow store policy and procedures

maintaining personal presentation

interpersonal communication skills, including:

non-discriminatory verbal and non-verbal communication

listening, questioning and observation

literacy skills in reading and interpreting workplace documents.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

workplace ethics

shift availability or non-attendance

staff rosters

interpersonal conflict

dealing with grievances

personal animosity

discriminatory behaviour


staff counselling and disciplinary procedures

equal opportunity issues

part-time, casual, full-time work, contract employment

hygiene and self-presentation

store organisational structure

structure of the retail industry

rights and responsibilities of employers and employees in retail workplace

responsibilities under an Australian apprenticeship contract of training (if applicable)

major changes affecting retail workplaces

following set routines and procedures

relevant legislation and statutory requirements, such as:

equal opportunity legislation

equal employment opportunity (EEO) legislation

anti-discrimination legislation

workplace relations

industry awards and agreements.

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

responsibly applies store policy and procedures in regard to workplace ethics, including interpretation of staff rosters, notification of the availability for work, allocated duties and job description

recognises and describes the organisational culture of the workplace, including organisational structure, mission and goals

applies store policy and procedures and legislative requirements in regard to internal and external client contact, especially the use of non-discriminatory language and attitudes

knows employee's own rights and responsibilities in regard to awards and agreements

identifies and describes the role of various parties, including employer and employee associations

applies store policy and procedures in regard to personal dress, presentation, hygiene and code of conduct

consistently meets store scheduling routines and uses time effectively.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

store or sample policy and procedures in regard to workplace ethics

store or sample job descriptions and organisational charts

store or sample documentation regarding mission and goals for the company

store or sample policy and procedures in regard to the rights and responsibilities of employers and employees in the workplace

awards and agreements

government legislation on equal opportunity, equal employment opportunity (EEO) and anti-discrimination

store or sample policies on OHS.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

a role play

third-party reports from a supervisor

customer feedback

research projects or case studies

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example this unit can be assessed with the following units:

SIRXCOM001A Communicate in the workplace

SIRXOHS001A Apply safe working practices

SIRXCLM001A Organise and maintain work areas

SIRXICT001A Operate retail technology

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Store policy and procedures may relate to:

workplace ethics

modes of communication

store hours of operation

completing work out of hours

contact with customers

job descriptions and responsibilities

interaction with other team members

interaction with supervision and management


Organisational culture may include:

organisational structure, including own position and role within the structure

chain of command

workplace policy and procedures

organisational values

mission statement

workplace goals.

Non-discriminatory attitudes may include:




national or ethnic origin


pregnancy or marital status



sexual preference.

Customers may include:

new or repeat contacts

internal and external contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Staff or management may:

come from a range of social, cultural and ethnic backgrounds

have varying degrees of language and literacy levels.

Sources of information may include:


reference books



industry associations

industry publications


information services

personal observation and experience

colleagues, supervisors and managers

industry contacts, mentors and advisers.

Information may include:

industry working conditions

employee and employer rights and responsibilities

environmental issues and requirements

industrial relations issues and major organisation

career opportunities within the industry

the work ethic required to work in the industry

industry expectations of staff

quality assurance

new products and services.

Legislation may include:

federal, state or territory and local legislation

food safety


Store information may:

be written or verbal

relate to store policy and procedures, including:

contact with customers

job descriptions and responsibilities

interaction with other team members

interaction with supervision and management.

Daily work routine may include:

interacting with customers

interacting with supervisors and other staff members

handling telephone enquiries

organising and maintaining work areas

maintaining merchandise and displays

preparing goods for delivery

observing scheduled breaks

assisting other team members

working within required timelines.

Tasks may be:







Competency Field

Working in Industry

Employability Skills

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.

Licensing Information

Not applicable.